Customer Success Specialist

Please read the job description below before applying on this link: https://forms.gle/VWAMwAkgZZiKE8Y39

About Clay:

Clay is a Shopify app that helps existing Shopify D2C merchants mold their online store for B2B buyers. We handle wholesale operations like offering wholesale pricing, adding product and order minimums, offering different shipping options and everything merchants need to sell to their business customers - all without leaving Shopify.

We're a small, fast-moving team that believes in one thing above all else: Do things that don't scale

Every merchant who installs Clay is treated like our only customer.

We hop on calls.

We ship features in hours or days - not weeks.

We remember their names and the problems that keep them up at night.

For the last 1.5 years, Clay has been built and scaled by just me (Shubham) and Siddhesh. You will be our very first hire :)

Role:

We're hiring a Customer Success Specialist who will become the frontline of the Clay experience.

This is not a transactional support role. This is a merchant-obsessed, relationship-driven, problem-solving role with real ownership. You will initially focus on helping customers through intercom chat and email.Over time, this role can evolve based on your strengths and interests.

As a high-performing Customer Success Specialist, you will:

• Work with large global brands
• Understand real-world B2B operations
• Learn how e-commerce businesses actually run

Your career path can grow in one of two directions:

1. Customer Success Manager: Grow deeper into CS strategy, retention, expansion, and experience design.
2. Product Manager: Move into product, shape roadmap decisions, work closely with us, and influence feature strategy.

We hire long-term builders.

What You'll Do:

• Be the first point of contact via chat, email, and video calls - fast, clear, human responses
• Onboard new merchants and guide them through setup and best practices
• Own issues end-to-end until fully resolved
• Capture merchant feedback and turn it into product insights
• Create help content - articles, guides, short videos
• Proactively ensure merchants are getting value from Clay
• Identify natural upsell opportunities through real helpfulness
• Work US daytime hours from India

Must Haves:

• Excellent written and spoken English
• Strong rapport-building skills
• Patience and empathy
• Structured problem-solving ability
• High ownership in a remote environment

Good-to-Haves:

• Shopify or e-commerce support experience
• SaaS customer support experience
• Basic technical troubleshooting skills

Interview process:

We will run a fast and transparent process over seven days and make a quick decision on whom we want to hire

Here's what the process will look like:

Step 1: You apply for the job by filling out this form - https://forms.gle/VWAMwAkgZZiKE8Y39

Step 2: 3 rounds of video interviews

Step 3: Culture-fit round

Step 4: Welcome to Clay Commerce! :)

Compensation:

• 6-10 LPA base salary, depending on experience
• Quarterly performance-based incentive
• Fully remote - work from anywhere in India

How to Apply

If this sounds like you, we'd love to hear from you. Apply at this link: https://forms.gle/VWAMwAkgZZiKE8Y39